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This blog aims to explain the benefits of utilizing the Built-In Support feature in SAP Cloud ALM, as well as provide tips on how to interact with the Incident Solution Matching (ISM) tool when using the Get Support tool. These insights are intended to enhance self-service capabilities when searching for solutions to errors or analyzing and investigating incorrect or unknown behaviors while working with various SAP Cloud ALM scenarios.
What is Built-In Support – example of a good use
Taken from the SAP Learning Journey Getting Started with Support from SAP (Support Accreditation), section Using Self-Service Support to Prevent Cases: Using Built-In Support
“Built-In Support offers a seamless and convenient way to access SAP support resources directly within your application. A user-friendly interface ensures that support content, tools, and SAP support channels are readily available at your fingertips, eliminating the need to navigate away from your work.”
Meaning that if you click on 
You will get the option to Search in the Search Support Knowledge, even without login:
“Furthermore, Built-In Support leverages context-aware technology to provide proactive assistance. It automatically suggests solutions, saving you valuable time and effort in troubleshooting and problem-solving. This intelligent system adapts to your needs, making your support experience more personalized and efficient. It relies on natural language processing, AI, and machine learning to deliver relevant and tailored solution recommendations.”
Pay attention that the search results, when using the Search Support Knowledge tool, are filtered by the component of this app, and by clicking in the filter you can even select the product and the repository where to search is done: SAP Notes, SAP KBAs, SAP Help Portal and SAP Community Blogs and Posts.
This prefilled SAP Component in the Search Support Knowledge will help to get a first set of recommendations.
Screenshot of all repositories shown in Category:
Note: Under Profile – About you can see the component associated to each app:
So, the “context” included in the Built-In Support and transfered to the Search Support Knowledge tool, mark the difference for the tailored results.
If still you need to Get Support from SAP, click on Get Support.
Note: you will need to logon via SAP Universal ID with linked S-user IDs to see this Get Support button, this S-user needs to have permission to create cases.
“In addition to streamlined access to support resources, Built-In Support also includes a case management feature. This functionality allows you to easily create, update, attach additional documentation, and close support cases, improving your ability to manage and track issues.”
Get Support app will open with the SAP component assigned to each app already filled.
This prefilled SAP Component in the Get Support will help to get a first set of recommendations from the Incident Solution Matching ISM.
My advice is that you describe your issue as concisely as possible.
Provide a detailed explanation of what happened doing what (include steps to reproduce the problem), Expected Outcome and Actual Result.
As much information you entered in the Description text more accurate will be the ISM recommendations.
You will see how the ISM result list: KBA and Notes for the moment, are being recalculated online with the information that you are adding/removing in the Description text.
Pay attention because as soon as you click on Create Case button a case will be created without asking for confirmation.
The case will be created with the correct system CLO, correct product SAP Cloud ALM and correct product function SAP Component SV-CLM-IMP-FTR in this case example.
“Built-In Support moves support right into the application, offering context-aware guidance to simplify and accelerate the customer interaction, integrated into the UI of SAP’s cloud solutions. Using natural language processing, artificial intelligence, and machine learning technologies, Built-In Support interprets the user’s unique problem quickly and efficiently, creating a personalized experience and providing best-fit guidance tailored to their situation.”
Please check KBA 3038177 - How to log in Built-In Support and activate support functions for any issue accessing and working with Built-In Support.
What is Incident Solution Matching ISM
From the SAP Learning Journey Getting Started with Support from SAP (Support Accreditation), section Using AI-Guided Support when Creating Cases: Using Incident Solution Matching
“The Incident Solution Matching service is based on artificial intelligence technology helping you to get answers to technical questions faster. As part of our machine learning-empowered support process, it proposes solutions automatically within the case form so users can find support content quickly without searching manually.
- AI-based machine learning service
- Continuously learning from support engineer expertise.
- Automatically suggests solutions from SAP Notes and SAP Knowledge Base Articles.
- Ranks potential matches based on semantic relevance. “
You can see the answers provided by ISM in the “Our recommendations for your issue” ranked in order of relevance when using the Get Support tool.
“Benefits
- Faster issue resolution with proposed solutions
- Locate relevant SAP Notes and SAP Knowledge Base Articles in one step
- Recommendations continuously improve with more interactions”
It is really impressed to see how the ISM recommendations improve with more interactions, more information being added in the Search or in the Description long text. I can state that the results are really accurate from my experience working with this tool.
Note: ISM is also integrated with SAP for Me ‘Get Support’ app but the recommendations are not completely accurate until you are in the step where the product and product function has been added.
SAP Help Portal – Download the content in PDF format – Search
The SAP Help Portal allows users to download content in PDF format for offline use. This feature is especially useful for accessing guides, manuals, and documentation without relying on an Internet connection and search for what you need easily.
Navigate to the Desired Content like the Application Help from the Home page for SAP Cloud ALM.
Search or browse for the specific documentation you need (e.g., product guides, user manuals, or release notes).
Look for a Download PDF link. This is typically located at the top of the document or in the navigation pane on the left and click in Create Custom PDF.
Note: You can download a PDF with a maximum of 200 entries.
SAP Community - Search
SAP Community offers extensive content on SAP Cloud ALM, managed tag SAP Cloud ALM.
Search here to find similar issues, questions reported by other members of the SAP Community or blog posts already created for those scenarios.
Related Content
- SAP Learning Journey Getting Started with Support from SAP (Support Accreditation)
- KBA 3038177 - How to log in Built-In Support and activate support functions
- SAP Help Portal: Built-In Support
- SAP Help Portal: Availability of Built-In Support in SAP Products
- SAP Support Portal: Built-In Support
- SAP Support Portal: Incident Solution Matching
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